State Farm® Insurance Agent Jim Ostrander

"The only reason we would not have replied was that we were closed that day. We sometimes take holidays that not everyone recognizes. If a voicemail message had been left we would have responded the next day. We check our voicemail regularly. We sometimes get busy and are unable to answer a phone. A Voicemail message will be answered. I am sorry that he was unable to reach us when he first called. "

"I am sorry you were unable to wait until my return to talk with me about your concerns. In checking our files I find you emailed my office on 1/17/20 at 8:42am, indicating you were no longer driving your old car, but were now driving a new car. At 8:47am, that same day, we replied to confirm that you no longer owned the old car and the new car was the only car you had. This way we could replace the old car with the new car and give your new car more discounts. A short time later you called the office and verified you had sold the old car and we made the change of vehicle on your account. So between your initial email and our completing the transaction was less than an hour. I do not think we could have responded in a more timely manner than this. Also in your call, you indicated that we were closed for two weeks at Christmas and New Year's. My office was closed on Tuesday, Wednesday and Thursday of both those weeks, to give my staff time to spend with their families over the holidays. But we were open on both of those Monday's and Friday's for business. And even when we are closed and you call my office, you have the option of talking with our 24/7 Customer Service Department. This allows me to provide 24/7 service even when my office is closed. During your call on the 17th you asked to speak to me. My staff informed you that I was on vacation, but would be back in a week and could call you then if that was OK. You said that you did not want to wait that long and asked to talk with my District Manager. My staff then called them, but State Farm does not allow them to make decisions for agents, and so they were not able to speak with you. But they did indicate that if you had a problem, State Farm did have a phone number you could call and this department could try and resolve your problem. I do not know if you called that number or not. Our office attempts to do as much as we can to resolve concerns and problems that our clients have and I am always available to meet with them to discuss problems, assuming I am in the office. But sometimes there is nothing we can do to resolve an issue a client has. I thank you for being a State Farm insured and wish you well with the new agent you have chosen. Jim Ostrander"

"Sorry for the delay in responding. Our office does not create the bills our customers receive. That is done out of our regional office. And sometimes requests cross in the mail and billing notices are sent out that should not have been. but a simple call to our office will result in our calling State Farm to find out what is going on and you will receive a call back. it is annoying to receive bills you do not expect, but a call to us and we will do what we can to resolve your problem. Rates and discounts are awarded by State Farm, not my office. I simply submit the application based upon the information we are provided with and then underwriting reviews the information and adjusts the premium if something is found that was not reported initially. That is usually the reason for a subsequent bill."